Adding and Managing Teams

Adding and Managing Teams

Teams help you maximize agent productivity and provide knowledgeable support to customers. You can add up to60 teams in each of your departments.

Note:
  • You can add teams on all editions of Zoho Desk.
  • Only users with the "Agents and Teams" permission in profile can add and manage teams.

To add a new team:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Teams under the Users and Control menu.
  3. In the Teams page, click New Team in the upper right area.



  4. In the Add New Team page, do the following:
    • In the Team Details section, specify the Team Name and Description for the team.
    • In the Team Sources section, select the team members. You can select agents, roles, roles & subordinates, and different teams as members of the new team.
  5. Click Save.
Once a team is added, you can view its members under the Team Members tab. You can also view the sources of team members, under the Team Sources tab.

Note:
  • Each team can consist of a maximum of 100 agents, 50 teams, 20 roles and 20 roles with subordinates.
  • Selecting roles or roles & subordinates will add only those agents who have access to the current department.

Editing Teams
After creating teams, you can update the team name and team members as your requirements grow.

To edit teams:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Teams under the Users and Control menu.
  3. In the Teams page, hover your mouse pointer and click the Edit icon (  ) corresponding to the team that you want to edit.
  4. In the Edit Team page, do the following:
    • In the Team Details section, specify the team name and description for the team in Team Name andDescription fields respectively.
    • In the Team Sources section, select the team members.
      You can change the users, roles, roles & subordinates, and different teams as members of the existing team.
  5. Click Save.
You have successfully edited the team.

Deleting Teams
Periodically you may consider cleaning up the unwanted teams using the delete option. While deleting, you may need to reassign the tickets and activities assigned to the current team.

To delete teams:
  1. Click the Setup icon (  ) in the top bar.
  2. Click Teams under the Users and Control menu.
  3. In the Teams page, hover your mouse pointer and click the Delete icon (  ) corresponding to the team that you want to delete.
    You are required to reassign the tickets and activities of this team to another agent or team. 



  4. Select the correct owner for tickets and activities using the drop-down menu.
  5. Click Reassign and Delete.
The team will be successfully deleted.

Note:
  • You will be asked to reassign ownership only when there are tickets or activities assigned to the team you intend to delete.


Also Read:    Teams Overview    |    Using Teams in Automations    |    Assigning Tickets to Teams

    • Related Articles

    • Teams Overview

      Teams allow you to organize your agents into groups based on your business needs or support process. They are particularly useful when you need a specific set of agents to manage common activities. Both tickets and activities (i.e., tasks, events, ...

    • Managing Email Templates

      Effective communication is important for businesses. Zoho Desk provides a couple of predefined email templates that can be used to send Email notifications to your customers and agents. For example, you can use the predefined Email Template to send ...

    • Adding and Managing your Zoho Desk Users

      Agents are the persons who handle tickets and work with customer problems. They perform a wide array of actions like responding to customers, editing ticket details, closing tickets, moving tickets between departments, etc. You can add as many agents ...

    • Managing your Support Contracts

      It is quite common for support centers to maintain an agreed level of support with their customers. It is defined by the service level agreements that are created for individual accounts. Such SLA policies between you and your customers can be ...

    • Setting up the Microsoft Teams Integration

      Microsoft Teams is an all-in-one hub that allows a group of people to communicate and collaborate in a single workspace. It brings chats, files, and apps together, so much so that users can start working on Zoho Desk tickets from within the Teams ...